Job Description

What can you expect as a FedEx team member?

• Career Mobility and Development When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
• Total Compensation and Benefits Package We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.

Equal Opportunities

Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.

We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.

" Please note that the Job will close at 12am on Posting Close date, so please submit your application prior to the Close Date"

INT FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd.

City:

Gurugram

48

Regular

15-May-2026

Posting Close Date:

30-Dec-2026

Job Family:

FXE-MEISA: Customer Care SupervisorThis opportunity is for a Grade 9 position and is specifically aligned to a permanent night shift role To effectively manage a team, including managers within assigned departments and/or locations. Ensures that department and/or operational goals are achieved and processes and procedures are completed promptly and consistently. Ensure that all activities are in line with company goals and regulatory requirements. Responsibilities may be within country or across numerous countries.

What you will do

• Lead a team of calling agents handling US shipper interactions, ensuring high-quality customer service across all touchpoints.
• Monitor and drive team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Provide real-time support to agents on calls, guiding them through queries, complaints, and complex scenarios.
• Conduct regular call audits, feedback sessions, and coaching to improve individual and team performance.
• Handle customer escalations and ensure timely, effective resolution while maintaining a positive customer experience.
• Manage daily operations including queue management, workload distribution, and adherence to schedules.
• Coordinate with cross-functional teams (quality, training, operations) to address gaps and improve processes.
• Track and report team performance, highlighting trends, risks, and improvement opportunities.
• Support new hires during onboarding and training, ensuring smooth ramp-up to production readiness.
• Ensure compliance with defined processes, policies, and quality standards.
• Drive team engagement, motivation, and a strong customer-first culture within the unit.

You will be a great fit if you

• Have prior experience in a customer support role with exposure to voice/calling processes, preferably supporting US customers.
• Have been in a people management or SME/TL role, with demonstrated ability to manage and coach teams.
• Possess strong communication skills and can effectively guide agents on call handling and customer interactions.
• Are customer-focused and can balance quality, productivity, and customer experience metrics.
• Have a good understanding of operational KPIs such as CSAT, QA, AHT, and SLA management.
• Demonstrate strong problem-solving skills and the ability to handle escalations with ownership.
• Are organized and able to manage multiple priorities in a fast-paced environment.
• Show the ability to analyze performance data and drive actionable insights for improvement.
• Are proactive, adaptable, and comfortable working in dynamic, high-growth setups.
• Have working knowledge of basic tools (MS Office, CRM systems) and reporting practices.